Fanatical Support for AWS
Product Guide

Service Levels

Fanatical Support for AWS combines tooling and automation with human experts to deliver a world-class experience. We offer two service levels, Navigator and Aviator, which are selected for each AWS account we support.

  • Navigator: “I want to do most things myself, but I want access to Rackspace’s AWS experts and tools.”
  • Aviator: “I want Rackspace to operate and manage my AWS environments for me or with me.”

For details on what is included in each service level, including details on levels of support for each AWS service, download our Fanatical Support for AWS Service Overview.

Features: Tooling and Automation

A curated set of Rackspace developed and best of breed AWS ecosystem tools:

  • AWS Account Generation Pre-Configured with Rackspace Best Practices
    • Service Levels: Navigator and Aviator
    • Features
      • AWS root account credentials encrypted and locked away
      • MFA enabled on root account and secret configuration key encrypted and locked away
      • No named IAM users; all AWS access via single, dynamically scoped IAM role and temporary STS credentials
      • CloudTrail and AWS Config enabled with centralized logging
      • Separate AWS accounts per environment (e.g. development, staging, production)
  • Access to AWS Trusted Advisor
    • Service Levels: Navigator and Aviator
    • Features
      • Access to all Trusted Advisor checks
  • Rackspace Compass
    • Service Levels: Navigator and Aviator
    • Features
      • Best Practices: More than 350 automated best practice checks evaluated against your AWS accounts
      • Cost Optimization: Billing dashboards, savings reports, cost alerting, and Reserved Instance purchase recommendations
      • Inventory Management: Cross-account and cross-region resource inventory, per service usage details, resource tagging reports, and more
      • Security: CloudTrail, Config, VPC and security group analysis, perimeter assessments, and IAM and permission reporting
      • Utilization: CPU and network heat maps and CloudWatch historical data retention and analysis
  • Rackspace Passport
    • Service Levels: Aviator only (customer and Rackspace use)
    • Features
      • On-demand provisioning of bastions for secure network access to VPC resources
      • Automatic, temporary credential management via the In-Instance Credential Management Service
      • Full logging
  • In-Instance Credential Management Service (powered by ScaleFT)
    • Service Levels: Aviator only (customer and Rackspace use)
    • Features
      • Automatic certificate authority and SSH key rotation across your fleet of EC2 instances
      • Temporary, fast expiring keys with silent renewal

Features: Human Experts

Tap into an army of certified AWS architects and engineers ready to deliver Fanatical Support to your business 24x7x365. Available via ticket and phone.

  • AWS best practice and architecture consultation from 100% AWS certified experts
    • Service Levels: Navigator (standard use cases) and Aviator (customized to your specific application)
  • Hands-on management and assistance for all supported AWS services
    • Service Levels: Aviator only
  • EC2 operating system management
    • Service Levels: Aviator only
    • Features
      • Amazon Linux 2 & Amazon Linux (legacy), Red Hat Enterprise Linux: 6 & 7, CentOS: 6 & 7, Ubuntu LTS Versions: 14.04 & 16.04, Windows Server 2008 R2*, Windows Server 2012 R2, Windows Server 2016
      • Configuration, Optimization, Patching, Upgrades
    • Prerequisites: The following agents must be installed and working on your EC2 instances in order to be supported by Rackspace
      • Passport - The ScaleFT server agent allows Rackspace support team to access your instances via SSH (Linux) or RDP (Windows)
      • SSM - The AWS Systems Manager agent allows Rackspace to manage your EC2 instances remotely (instance configuration, maintenance of agent versions and updates, OS patching, software inventory monitoring)
  • Rackspace Watchman
    • Service Levels: Aviator only
    • Features
      • Rackspace AWS certified engineer response to CloudWatch alarms 24x7x365
      • Set up CloudWatch alarms to a pre-configured SNS topic or let us do it for you
  • Custom CloudFormation template creation
    • Service Levels: Aviator only
  • Data restoration support (for EC2 and RDS exclusively)
    • Service Levels: Aviator only

* Support for Windows Server 2008 R2 is contingent on enabling an alternative means of access (beyond ScaleFT) for Rackspace to manage your instances. Please work with your Support team prior to deploying new instances running Windows Server 2008 R2.

Response Time SLAs

Rackspace will respond to your support requests submitted to us via ticket in the following timeframes. All requests should be made directly to Rackspace and we will escalate to AWS directly, if needed.

  • Emergency (Business-Critical System Outage / Extreme Business Impact): If Rackspace Infrastructure monitoring and alerting services determines your AWS Services are inaccessible from the public internet, which may result in the inability to complete business transactions, our initial response to emergency monitoring alarms will occur within fifteen minutes (Aviator service level only; monitoring response is not included in the Navigator service level).
  • Urgent (Production System Outage / Significant Business Impact): If your AWS Services are functioning improperly or at less than optimal performance and the failure is impacting business transactions, our initial response is 60 minutes. Customers must call Rackspace immediately after creating the Urgent ticket to trigger the one hour response guarantee. This severity is only available for the Aviator service level.
  • High (Production System Impaired / Moderate Business Impact): If your AWS Services are functioning improperly or at less than optimal performance, but the failure is not impacting business transactions, our initial response to your support request submitted to us via a ticket will occur within four hours at the Aviator or Navigator service levels.
  • Normal (Issues and Requests / Minimal Business Impact): If your AWS Services are functioning normally but you have a time sensitive request, question, or issue that needs addressed, our initial response to your support request submitted to us via a ticket will occur within 12 hours at the Aviator and Navigator service levels.
  • Low (General Information, Questions, and Guidance): If your AWS Services are functioning normally but you require information or assistance, wish to schedule maintenance, or require the completion of any other non-immediate tasks, our initial response to your support request submitted to us via a ticket will occur within 24 hours at the Aviator and Navigator service levels.